Problems caused by fish and Chinese-style management

The title seems to be a little big, and I don't have much management experience. I hope the following example will give you some thought...

We can think of the following example as how to deal with conflicts between supervisors, employees, and customers in a company.

 

I had dinner at a restaurant at noon today. Three people ordered two pieces of material and a plate of pickled fish (not the active fish, the pound, a plate of 20 yuan ).
When the pickled fish first came up, I felt that the color was wrong. Obviously, the fish color was deep, and the meat was not slippery. After eating two slices, I slowly felt that there was not a fresh strange smell. At this time, no attack has occurred.
When you eat almost all the fish in your small bowl, this feeling becomes more and more intense. The fish are carefully picked up, and the comments are the same. The fish are not fresh, so I say hello to the guy and ask for a theory.
Let's look at what the boss and the guy will say.

When I shouted, a younger sister seemed to lack emergency response capabilities. She was a little nervous and uneasy.
"Miss, the fish on your side is not fresh. Please take a closer look !"
"Ah..." I bowed my head and picked up the fish for a closer look. I put down the fish and turned the fish in the basin several times without talking.
"Miss, you asked your boss to come and have a look. The fish is obviously not fresh, and the color is obvious. You can smell it carefully and it smells bad"
"But this fish must be fresh, and it cannot be fresh...", Xiaomei blurted out.
"Needless to say, let's ask your boss to come over and hurry up." We are in a hurry to see that she cannot make the decisions.
After the younger sister leaves, we stop eating food and wait for the boss to come.

I thought the other party would immediately inform the boss, but after a closer look, she also calmly served the guests at other tables.
So I shouted, "Hurry up, ask the boss to come"
After about half a minute, I came to a male.
"Is there any problem ?"
"This fish is not fresh. What should you do !"
"How is it possible? This fish was just killed in the morning. It is absolutely fresh. You can see that the guests at other tables are also eating it !"
"Hey, look at this fish. It's very dark and not smooth at all. You said you killed it in the morning. I think it's hard to believe it !", I didn't speak much.
"If you say it's fresh, you can eat it yourself !", Said Chao Ge.
In addition, I was surprised that the younger brother had started a basin and swallowed up fish. Looking at his expression, I felt that he had realized that the fish was not fresh, he did not speak.
"You have eaten it yourself. It's not like you just killed it in the morning. You should meet your boss," I said with a smile.

The younger brother stood up and hesitated for a moment, did not speak, and then walked away. Like Xiaomei, the younger brother is not in a hurry to look for the boss. He just walked away and served food to other guests.
After waiting for about two minutes, a fat man came over and dressed properly. His intuition told me that he is the boss, but he said that the boss is not there and that he is only responsible temporarily, dizzy!
The fat man looked at the fish and moved a few times. He almost said the same thing as the male, that is, he insisted that the fish were not fresh, but the voice was loud, in the beginning, there was a bit of hate.
"..."
"..."
"Boss, what should you do? This fish is a problem. Please let it go !"
"It's absolutely fresh. You can't leave it !,....... Let's take a look at it for five. "For the five, he muttered for a long time. I watched the guests around and watched us at other tables.

At last, we paid for the food and left with resentment and anger.

I found that the process and results were unpleasant for everyone. Recently, I have just read Zeng shiqiang's Chinese-style management. If it can be used properly, there may not be so many problems.
(Although the above example is only a small matter, it is also worth thinking about)

1. Imagine the psychology of the client.
Customer:
We found that when the fish were not fresh (some of them had been eaten into their stomachs), it felt like they were wasting money and eating unhealthy things, and they might still get sick; we expect the boss to come, admit that the fish is not fresh, and apologize, and then
I hope the fish won't pay for it or change to other dishes.

GUY:
You absolutely cannot admit that fish are not fresh.
If you admit that you need to make compensation, ask the boss for the amount of compensation, which means the boss will lose money. If the boss is not generous, will he agree? Is this method of making the boss lose money clearly sell the boss? Oh!
Even if the boss agrees to make compensation, the boss knows in his own mind that he is not very happy if he doesn't come up with the customer's theory. "This guy is really dumb. It makes me lose money and damage the reputation of the restaurant, we should firmly deny that the fish has problems!"
If you don't agree with the compensation, it will be even worse. The boss will definitely come forward and will deny that the fish has a problem. Then the guy is not in the middle. Didn't you admit that there is a problem with the fish just now? The boss must yell at the guy: "I can't even eat this fish. You can eat it !!"
After a simple analysis, we will find that if the guy acknowledges that there is a problem with the fish, no matter whether the boss is out of the face or does not agree to the compensation, he will be unlucky.

Boss:
In principle, the customer does not admit that the fish is not fresh (although there are a few in mind, but it does not deny the mouth, or use the default representative to admit it, so that they do not have a face), but if the customer is tough and has a background, you need to apologize and make compensation.
If you are a stingy person, the customer is telling the truth, reasonable, and takes care of the reputation and face of the restaurant, you need to apologize and make compensation.
In other cases, we generally do not apologize or make compensation. If, in front of many other customers, the customer's attitude is bad (but not the kind of background, big customers, non-compensation is not acceptable) and the fish is unhealthy, can the boss admit it? What do other people who are eating fish think,
Will all of them feel unwell together and all of them request compensation? I want to avoid doing business. No one will do this kind of thing that damages my reputation and makes me lose face.

2. Reasonable Chinese practices
A) what should I do?
When a customer finds that there is a problem with fish and the guy is called, The guy should arrive at the customer's desk immediately to pay attention to the customer's problem, and then politely ask: "Hello, what can I do for you? ", In a polite way, the customer is not so clusive to the guy.
At the same time, the guy has to think about the customer's psychology. He wants to appease the customer with polite words and practical actions. The mood of the Chinese people is fluctuating. If you want him to talk to you with emotion, he must be unreasonable. So when we hold a meeting at the company,
Experienced people speak in such a way that "XX has a good idea, and many of them have breakthroughs, but I have some private opinions... it is to take care of the face of the previous speaker and appease his mood. Then, you can say, "what you said is really important, because we have never seen customers reflect this situation before. Please wait and let me see ",
In this case, it means that I have been working in this restaurant as a guy for so long and firmly believe that all fish are very sanitary. This situation has surprised me and maintained the reputation of the restaurant. Then, you should take a few seconds to take a closer look at the fish. If necessary, you can eat a few mouthfuls by yourself. You can't just go away and look for the boss with a single look. It's not clear to tell the customer
"As soon as I aimed at it, I found a problem with the fish. Should I take a closer look ?"; The purpose of eating a few mouthfuls is to tell the customer that "you can rest assured that I believe there is no big problem with fish. I have eaten a few mouthfuls myself !", At the same time, I know to what extent are fish fresh, fresh, and not fresh? What the guy wants to do is not to comment on whether the fish is fresh. He will immediately tell the customer, "wait a moment, I'll go to the boss right away !",
Next, we will immediately leave the customer's sight, and let people feel that he is looking for the boss. Don't show the practices of the male guy above-just now, I will serve the guests at other tables, this is a very disrespectful respect for customers. note: During the tasting, even if you think that the fish is healthy, you can't say it because the customer already thinks that the fish is faulty and has a high mood.
It's okay to stick to fish. You must quarrel. Find the boss, say hello to him, and stand next to him without saying a word. The boss found that the guy came to him and asked him not to talk about anything. He stood up and would be very alert. He would ask "What is the matter ?" The guy must answer: "Nothing .", Then proceed to the silly side. The boss will certainly continue to ask, "What is the problem? Let's talk about it ." At this time
That's what you can say. Some people think it's strange that the guy just told the boss what happened, and ran to the boss, and said no, why is it so complicated? This is actually useful. One is that the guy is suggesting that the boss "boss, I shouldn't have bothered you. I'm sorry to say that, but it's a little urgent, since you have been asking me, I said, "In addition, you can give the boss some time to think,
Don't let him feel too sudden. The boss will think that this kid must have something to do with me. I will ask more and hear what it is. The guy can go on to say, "Boss, this is actually the case. At table 5, three guests have called 20 fish for a plate and have already eaten some of them, but they all felt that the fish was not fresh, and now everyone is very angry. They said the boss would not go away if they couldn't handle it! Actually, the fish are not fresh, and I will never believe it,
I tried a few fish just now, but nothing happened at all. For the benefit of the restaurant, how should I ask you for help ?" The guy needs to exaggerate the complaints of the guests and give the boss a face (the fish is not fresh, but it should be fresh. Ask the boss to make a wise decision ). Here, the work done by the guy is almost done, and then the boss is taken to the customer. Just wait for the boss to handle it.

B) What should the boss do?
after the boss comes out, he should first imagine the customer's psychology. When we come to the customer, we should first say hello, "Hello, what is the matter ?".
reject the customer's situation as appropriate.
"customers with backgrounds and arrogance": If possible, make compensation for such people. Do not make a big quarrel or offend people because of small money. People who do business know that "doing business is just financial, and everyone is happy with peace ."
"old customers": This type of person is very important to the restaurant business and is the mainstay. As long as they are satisfied with the restaurant, they will constantly introduce new customers here. Therefore, the old customers must be compensated and apologized.
"new customers, weak trend": This kind of person is unlucky. According to the boss's Psychology analyzed above, and if the boss is stingy, it is possible to deny that the fish has a problem, no compensation or only one compensation. However, this kind of attitude towards doing business is not long-term, so we should not be afraid of it or be honest.
the boss can take a look at the fish and try it himself. Then he can have a conversation with the customer: "Hello, we have always done a good job in health care, you have never responded to a problem before. However, we always believe that only the feeling of the customer is the most accurate!" Then ask the guy to return the food and send a few dishes to the customer.
In doing so, the boss not only maintains the store's reputation, but also gives himself a face to avoid unnecessary quarrels. At the same time, we should remember that the customers who complain are good customers.

C) What Should customers do?
When a customer finds a problem with fish, he should deliberately discuss it out loud to attract the attention of the guy and let them take the initiative to see what happened. After the guy comes, the customer can deliberately put on an ugly face, but in fact his heart is not angry, his face is intended to tell the guy: "Uncle Li is very angry, the consequences are very serious, you should pay attention to it!"
Then pick up the fish and show it to the guy. It indicates that the color of the fish is too deep, and the skin is obviously not smooth. In this case, the problem is reflected in a rational manner. Note: There is no need for customers to make it difficult, because the food is okay and the food cannot be changed. The only purpose of communicating with the guy is to properly respond to the problem, and attract him enough attention, and then
Ask him to go to the boss. Everyone is working. What's the purpose of making yourself angry? Note that you should take care of the psychology of the guy and the boss throughout the process (as mentioned above ). According to the above psychological analysis, it is normal for the guy to deny that the fish has a problem. At the same time, it is completely possible for the boss to deny that the fish has a problem and does not want to compensate.
At the same time, when the boss said, "Hello, we have always done well in health work, and you have never responded to any problems before. However, we always believe that, only the customer's feeling is the most accurate! ", I 'd like to hear that, in fact, the boss has already had a problem by default and is willing to make compensation. We should accept it as soon as possible, so that everyone can have a face.

The reasonable practices of each role above are based on the psychology of the parties.
As the saying goes, the world is fascinating; people are enlightened, and people are enlightened. Understanding the psychology of the other party is the prerequisite for action.

I think, if I think of my boss as a supervisor, and my guy is an ordinary employee and the customer is a customer, Will similar cases often happen in the company? If we can imagine the psychology of the parties and consider the interests of all parties, the process of solving the problem will help everyone
Is the problem solved successfully? Zeng shiqiang said that most of the Chinese people are eager for immediate success and face-recognition. As long as they take care of the interests of the other party and give them a sufficient face, they will not suffer any harm.